• Maintain relationships with partners to become the primary point of contact• Forecast new business and design adoption strategies with partners• Review project requirements with partners to ensure accurate quotation of services• Demo the OITVOIP platform for prospective partner clients• Collaborate to optimize the customer journey and provide new resources to help introduce services to new clients• Remain up-to-date on new features or new hardware to educate partners so they can receive the full benefits of our services• Provide feedback to leadership to ensure partner requests are being addressed• Ensure partner clients can complete their onboarding successfully • Follow up on outstanding agreements to ensure partners have the resources they need and don't miss any deadlines• Research competitive landscape and become market expert for partners - this includes providing training to partners based on industry trends and best practices

•Responsible for managing the SP Support Team's day-to-day operations.•Ensure quality assurance in SP Support interactions with clients through coaching and mentoring engineers.•Develop policies and procedures for the Support Team to optimize performance and improve customer service.•Write client-facing and internal technical documentation•Collaborate with all department heads to improve not only the product, but the customer experience as well.•Plan and prioritize internal projects, as well as Zendesk tickets and ensuring execution to completion.

• Served the OIT Technical Team as the Technical Lead for the department.• Responded to incoming support tickets from our partners regarding their customers’ technical issues.• Responded to incoming support tickets from our clients regarding their technical issues.• Performed troubleshooting of VoIP and UCaaS related issues in the configuration or operation of the customer networks, SIP, Feature Servers, Session Border Controllers, and functional configuration of our netsapiens VoIP, UCaaS, and Video software.• Created and/or troubleshoot call routing issues with clients and partners• Used remote support tools such as ConnectWise Control and Automate• Quickly isolated problems reported through customer support tickets and manage it to completion, interacting with co-workers, customers, and vendors as necessary and as dictated by our internal processes and service-agreements.• Participatedin an emergency technical support on-call rotation for company holidays as listed here• Created documentation based on lessons received and experience gained through your daily tasks• Supported Microsoft core business applications and operating systems• Supported disaster recovery solutions including Altaro, SolarWinds and Veeam

Worked as TSM from 6/21 - 12/21 - stepped down due to scheduling conflicts• Managed Tech Department - compromised of Tier 1 and Tier 2 Support, as well as Engineering.• Monitored dispatch and selection of tickets to adhere to SLAs.• Provided training and mentoring opportunities during scheduled weekly Tech Meetings.• Served as primary Escalation Point.• Used project management skills to assign, optimize, and monitor tasks to team members for internal projects.• Used project management skills to assign, optimize, and monitor tasks to team members for internal projects.

• Served the OIT Technical Team as Support Technician II for the department.• Responded to incoming support tickets from our partners regarding their customers’ technical issues.• Responded to incoming support tickets from our clients regarding their technical issues.• Performed troubleshooting of VoIP and UCaaS related issues in the configuration or operation of the customer networks, SIP, Feature Servers, Session Border Controllers, and functional configuration of our netsapiens VoIP, UCaaS, and Video software.• Created and/or troubleshoot call routing issues with clients and partners• Used remote support tools such as ConnectWise Control and Automate• Quickly isolated problems reported through customer support tickets and manage it to completion, interacting with co-workers, customers, and vendors as necessary and as dictated by our internal processes and service-agreements.• Participated in an emergency technical support on-call rotation for company holidays as listed here• Created documentation based on lessons received and experience gained through your daily tasks• Supported Microsoft core business applications and operating systems• Supported disaster recovery solutions including Altaro, SolarWinds and Veeam

1) Act as the first point of contact for customer calls.2) Provide support to customers via telephone, email and chat.3) Assist customers in opening new service requests for Cisco products and related technical support.4) Frequently multi-task while working on problems of varying complexity where analysis requires research of Cisco part numbers and associated components.5) Research customer contracts and profiles during live phone conversations.6) Redirect Cisco customers, via telephone, to the appropriate department within CNS or Cisco.7) Initial triage for issues requiring escalations to Tier 2 and Tier 3 technical support and other internal support organizations within CNS and/or Cisco.8) Ability to work on diverse teams and/or with a diverse range of people.9) Take initiative and produce results while collaborating effectively with a talented team environment.10) Help with entitlement issues, re-queing cases, submitting Return Material Authorization (RMA’s)

Full-Time from 10/19-8/20 Part-time from 09/20 - Current• IT Help Desk representative for call-center communications company with 500+ active employees through NC, OH, and PA. • Managed user instances in VMWare Horizon Admin, as well as remotely support users using vSphere.• Onsite and remote VOIP troubleshooting of Avaya and Cisco hardphones, as well as their corresponding applications such as Avaya One-X, Avaya Site Administrator, Cisco Jabber, Cisco Finesse, etc.• Organized users by groups and policies in Active Directory• Used tools such as Microsoft Powershell, PuTTy, and Jenkins to automate tasks for daily operations.• Prepared daily analytics reports for Fortune 500 clients at CUS.• Responsible for responding to COVID IT Help Desk Line support calls, closing tickets in CUS queue, and preparing daily disposition reports of call logs.

• Provided social media coordinator on various platforms (Facebook, Instagram, Twitter), as well as managed and updated company website.• Responded to requests for technical assistance, Diagnosed and resolved technical hardware and software issues.